JOB OBJECTIVE

The Customer Success Manager (CSM) manages a portfolio of Sportsdigita customers with a focus on driving adoption, advocating for our customers, and delivering maximum value from the DIGIDECK platform.  This focus will result in customer retention and expansion.  The CSM is the single point of accountability for the customer post-sale and throughout the rest of the customer journey.  

This position has a comp plan and quota associated with renewals and upsell (growth of recurring revenue within our customer base.) 

ESSENTIAL FUNCTIONS

• Elevate our customer experience by being the subject matter expert, sharing best practices and key success factors, and understanding our customer’s business objectives, strategy and pain points
• Create success plans that outline customer’s business objectives and define adoption activities needed to meet those goals
• Develop and execute strategies to create upsell pipeline, qualify and close upsell opportunities, and achieve revenue growth goals
• Drive customer adoption and satisfaction using success criteria and Return on Investment (ROI) data
• Engage across the customers’ organization to understand business drivers, opportunities and risks,  and then advocate cross-functionally within Sportsdigita to present recommendations and solutions
• Facilitate renewal and upsell negotiations with customer stakeholders
• Forecast and track key account metrics, account status, and document goals and next steps
• Create customer presentations and deliverables, such as business reviews, business process enhancements, and strategy recommendations, and present to a diverse audience, from Executives to End Users
• Deliver outstanding customer service by anticipating opportunities, risks and issue, and by proactively responding
• Manage challenging customer requests and issues, including strong communications skills, managing expectations and requirements
• Proactively manage at-risk customers, escalating internally to ensure visibility and providing strong communication with frequent updates and a detailed action plan
• Actively contribute in the evolution of Customer Care programs and processes and Customer journey; insist on excellence in our own Customer Care initiatives.

REQUIREMENTS

• 2+ years of recent hands-on experience in Customer Success, Account Management, Business Development or similar client facing role at a SaaS company
• Experience supporting customers with strong empathy AND passion for revenue and growth
• Ability to communicate effectively via oral and written formats and experience working with senior executives to drive program strategy and ROI
• Ability to proactively listen and communicate effectively across the organization; translate between technical and non-technical teams
• Possess a proactive sales mindset with the ability to identify upsell and cross-sell opportunities; confidently present and position solutions that align with customer goals and drive account growth.
• Demonstrated problem solving and negotiation skills with the ability to think creatively and strategically, and follow through with strong execution to overcome challenges
• Strong time management and organizational skills with the ability to work with minimal supervision to achieve goals
• Growth mindset - view challenges as opportunities and approach every day as an opportunity to improve and grow
• Experience with Salesforce.com (or similar CRM), Catalyst (or similar CS Tool) and G-Suite preferred, but not required